energy plus protection green may 2020 - terms and … · homecare, plumbing & drains cover, gas...

ENERGY PLUS PROTECTION GREEN MAY 2020 TERMS AND CONDITIONS I agree and accept the following:

• I own the home that I am taking the tariff out on and have a gas boiler and controls that arein good working order

• I will manage my account totally online

• I have read and accept the HomeCare Terms & Conditions (copied below)

• I have read and accept the Insurance Disclosure Document (copied below)

• I understand this tariff is not available to customers who have an existing Servicesagreement (including HomeCare, Plumbing & Drains cover, Gas Appliance Cover andKitchen Appliance Cover). If I have an existing Services agreement and choose to take theEnergy Plus Protection Green May 2020 tariff we will not set up Boiler & ControlsBreakdown cover. The terms of this energy tariff will continue.

• I understand I will have two Direct Debits, one for my energy tariff and one for my servicescontract. The Direct Debit for my services contract will start after 12 months as this is anintroductory offer

About your tariff

Energy Plus Protection Green May 2020 prices are fixed until 31st May 2020. You’ll pay a daily standing charge and unit rate for each fuel on this tariff. We’ll also add VAT. If you have a multiple rate electricity meter, you may have more than one unit rate. For more details about the rates we charge go to www.britishgas.co.uk/alltariffs

How it works Customers will need to switch their energy tariff for both gas and electricity to this tariff. Both this tariff and the associated Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover will need to be in the name(s) of the same account holder(s) and for the same address. You’ll receive separate information about this tariff and your HomeCare agreement for your Services cover once your order has been completed.

Central Heating breakdown cover, Plumbing & Drains cover, and Home Electrical cover is included for the first 12 months. This is an introductory offer for your first 12 months of Central Heating breakdown cover, Plumbing & Drains cover, and Home Electrical Cover. We’ll contact you at least 25 days before your Central Heating breakdown cover, Plumbing & Drains cover, and Home Electrical cover expires to tell you the renewal price. If you do nothing your Cover will renew onto the renewal price. You can choose to change or cancel your Central Heating breakdown cover, Plumbing & Drains cover, and Home Electrical cover at any time.

This tariff is not available to customers who have prepayment meters or smart meters in prepayment mode.

This tariff is not available to customers who have an existing Services agreement (including HomeCare, Plumbing & Drains cover, Gas Appliance Cover and Kitchen Appliance Cover), though is available if you previously took a tariff with a services element. If you have an existing Services agreement and choose to take the Energy Plus Protection Green May 2020 tariff we will not set up any of the cover products. The terms of this energy tariff will continue to apply for each fuel on this tariff.

Your Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover will start within 21 days of your tariff start date and continue for 12 months unless terminated earlier in accordance with the terms of this agreement.

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We’ll use the Direct Debit details you give us when buying this tariff to set up your Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover contract. We’ll use the Direct Debit details to set up two Direct Debits, one for your energy tariff (payable to British Gas Trading Limited) and one for your Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover (payable to British Gas Services Limited). The first Direct Debit for your Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover will start after 12 months from your original contract start date. We’ll contact you at least 25 days before your renewal date to notify you of your renewal price, and you can choose to change or cancel your contract if you wish.

Key features and benefits With all services products, customers will get: 1. Added peace of mind that their gas central heating system, plumbing, drains and home electrics

are covered in case they need a repair

2. Parts and labour included (limits apply, please see the HomeCare terms for more details)

3. To call us day or night if things go wrong.

Central Heating Breakdown cover (with a £99 excess for each repair) includes:

• Repairs to your gas central heating system, including your boiler, radiators, hot water cylinder and the water pipes that connect them, and controls such as thermostat and programmer

• Up to £1,000 to gain access to your central heating system Some of the things that are not included:

• Annual Service Visit

• Removing sludge or scale or repairing the damage it causes if we tell you it might be a

problem for your boiler

• Showers

• Accidental Damage

• Faults caused by someone else you used for repairs or design faults See the HomeCare Terms & Conditions for more details of your cover. Plumbing & Drains cover (with £60 excess for each repair) includes:

• Unblocks and repairs to drains and waste pipes

• Repairs to the water supply pipe within the boundary of your property

• Repairs to hot and cold pipes between your stopcock and taps

• Up to £1,000 to access your plumbing and drainage system

• Accidental damage

Some of the things that are not included:

• Showers and their parts, sanitary ware and sealant

• Shared drains

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• Faults caused by someone else you used for repairs or design faults

See the HomeCare Terms & Conditions for more details of your cover. Home Electrical cover (with £60 excess for each repair) includes:

• Repairs to your electrical wiring and fixtures in your home and outbuildings

• Repairs to your outside security and doorway lighting less than 10m above the ground

• Damage to your electrics caused by rodents

• Up to £1,000 to access your electrics system Some of the things that are not included:

• Showers

• Electrical appliances, cooker hoods or extractor fans over 15cm diameter

• Faults caused by someone else you used for repairs or design faults

See the HomeCare Terms & Conditions for more details of your cover. Manage your account online You’ll need to manage this tariff and your account online. Managing your account online means:

• viewing your bills and checking your account details on our website or app

• finding information about your tariff and account on our website

• providing your meter readings online, by text message or via the app at least once a quarter (if you don’t have smart meters which send us meter readings automatically)

• contacting us by email or using our web chat service. Your bills and annual statements will be available on our website at www.britishgas.co.uk/identity/. We’ll send you emails when your bills and statements are ready and prompt you for meter readings. You should provide meter readings for your fuels when we prompt you for them to help ensure your bills are up to date. This is in addition to the requirement in the supply terms to provide meter readings at least twice a year. If you are not able to send us meter readings when prompted we’ll provide estimated bills. We’ll automatically take meter readings if you have smart meter(s) which can send the meter readings directly to us. If you stop managing your account online (as described above) we may contact you and give you 30 days to choose a different tariff. We won’t contact you about moving to a different tariff if there are genuine reasons why you stopped managing your account online, for example our website or app wasn’t available or wasn’t working properly or you contact us because you have a complaint or emergency. Smart meters If you are eligible for smart meters and don’t already have them (either for both fuels or just one fuel), by signing up to this tariff you agree you’ll book a smart meter installation appointment within 3 months and be at home for the appointment by going to www.britishgas.co.uk/smart-home/smart-meters.html. When your booking is confirmed we’ll arrange for smart meter(s) to be installed for no extra charge (if your home does not already have smart meter(s)). Your home needs to meet certain requirements to enable us to fit smart meters. For example, we



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need to be able to access your existing meters and there needs to be a good mobile signal at your home. Although this tariff was designed for home owners, if you are a tenant, it’s your responsibility to get your landlord’s consent to having smart meters installed. Not all customers can have smart meters yet. We can’t be certain that you will be able to have smart meters until you come on to supply with us or in some cases, until the engineer has been to your home. If we can’t install smart meters at your home, you can stay on this tariff but you’ll need to send us meter readings when prompted and manage your account online. If you are eligible for smart meters, and don’t already have them and don’t book an appointment for installation (where you are at the appointment or arrange for an alternative person to be at the appointment) within 3 months of coming on supply or switching to this tariff, we may contact you and give you 30 days to choose a different tariff. If you don’t choose a different tariff or don’t book a smart meter appointment after we have contacted you, we’ll switch your tariff to a similar tariff (which doesn’t require a smart meter) which we have available for you at the time. If you have smart meters and join us from another supplier you may lose some smart functionality for example, automatic meter readings, but your ability to switch supplier or tariff is unaffected. If you have British Gas smart meters we should automatically receive your meter readings but there are some occasions where this won’t work. If you already have smart meters you don’t need to book an appointment to arrange for new smart meters and you can stay on this tariff. If your smart meters don’t send us automatic meter readings you’ll need to send us meter readings when we prompt you for them. Environmental benefits from buying energy on this tariff This tariff is a green tariff as we match the electricity you buy from us on this tariff with 100%

renewable energy by purchasing Guarantees of Origin or Renewable Energy Guarantee of Origins

(REGOs) or both of these. We’ll offset the carbon footprint of the gas that you use on this tariff

through the purchase of Certified Emission Reduction Certificates from selected emission reduction

projects in developing countries. This is additional to any of our other environmental obligations.

Please note, the electricity and gas you use won’t be exactly the same energy that was generated from the renewable sources. For more information about our fuel mix, environmental benefits which are in addition to our legal obligations, government support for renewable energy supply and how electricity is physically distributed go to www.britishgas.co.uk/greentariffs.

1. Carbon offsetting of your gas When you buy gas on this tariff, we’ll estimate the amount of carbon emissions that we think you will produce from your gas consumption over the length of the tariff. We calculate the carbon emissions by using government figures that for every gas KWh used 184g CO2 of carbon are produced. We’ll offset the amount of your gas carbon footprint on this tariff by funding projects that reduce carbon dioxide emissions. We’ll evidence this by purchasing Certified Emission Reduction Certificates from selected carbon emission-reduction projects in developing countries. The certificates we buy are in addition to our legal obligations and schemes and separate from the existing subsidies which are set out in our fuel mix. We’ll check at the end of the annual compliance period to make sure that we purchased enough Certified Emission Reduction Certificates to cover the carbon footprint produced from your gas consumption on this tariff.

http://www.britishgas.co.uk/greentariffs

2. Purchasing renewable energy certificates We’ll match 100% of your electricity consumption on this tariff with Guarantees of Origin (GoOs) or Renewable Energy Guarantee of Origins (REGOs) or both. This means purchasing certificates that guarantee electricity has been generated from a renewable source to match the electricity that you’ll use. We’ll buy this when the tariff is launched and we’ll check at the end of the annual compliance period to make sure that we purchased enough Guarantees of Origin or REGOs or both to cover the electricity used. If you used more electricity than we originally purchased and assumed you would use, we’ll purchase more Guarantees of Origin or Renewable Energy Guarantees of Origin or both to cover what you did use. The Guarantees of Origin and Renewable Energy Guarantee of Origin are in addition to our legal obligations and schemes and separate from the existing subsidies. Information about certificates Certified Emission Reduction Certificates (CERs) come from emission-reduction projects in developing countries. They are issued by the United Nations and are each equivalent to one tonne of CO2. To be eligible for CERs, the emission-reduction projects must qualify through a rigorous and public registration and issuance process. Paying for your energy You’ll need to pay by Direct Debit. Your prices may change depending on how you pay. If you pay by Direct Debit but miss any payments we can ask you to pay by cash or cheque. Your prices would go up – we’ll explain the difference when we write to you and you can find the details at www.britishgas.co.uk/alltariffs. We’ll write to you at least seven working days before changing how you pay. If you pay by payment card or, if applicable, directly through the benefits you receive from government, the rates we charge are the same as if you pay by cash or cheque. If you have prepayment meters or we replace your meters with prepayment meters This tariff is not available with prepayment meters. If you have a prepayment meter at your

property, or we replace your gas and/or electricity meters with prepayment meters, or mode

change your meter to prepayment, we’ll switch your tariff for each fuel on prepayment to our

cheapest tariff which is available to prepayment meter customers at that time. For any fuel which is

not on prepayment your existing terms will apply. We’ll let you know if your tariff has changed

because you have a prepayment meter.

If you want to change your meters You need to contact us to discuss this. This tariff including the HomeCare cover may not be available on another meter type and/or you may want to choose a different tariff. We will let you know if you would need to choose a different tariff when you contact us. If you want to cancel or switch You have 14 days from the day after you agreed to this tariff to change tariff without paying exit fees. In these terms and conditions, we call this the cool off period. For more information about

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the cool off period go to www.britishgas.co.uk/cooloff. You can switch to another supplier without giving us any notice. If you switch to another energy supplier after the cool off period and before 13th April 2020 we’ll charge you an exit fee of £30 for electricity and £30 for gas. We’ll collect exit fees before any other amounts you owe us, either from payments you make or from any credit balance you have with us. If you move to another tariff with us, the exit fee will not apply. If you cancel this tariff for any reason this means that we may also cancel your Central Heating cover, Plumbing & Drains cover and Home Electrical cover contracts. If you cancel or upgrade the HomeCare cover If you cancel or upgrade the HomeCare cover provided with this tariff, this energy tariff will continue without the cover until 31st May 2020, unless the tariff is cancelled earlier in accordance with these terms and conditions. If we can’t take you onto Central Heating Breakdown cover If we realise during sign up or at a breakdown visit that we can’t take you onto Central Heating Breakdown cover we may contact you and give you 30 days to switch both fuels to one of our other available tariffs. The full terms of this tariff will continue to apply until you choose a different tariff. There will be no cancellation fees if you cancel or upgrade your Central Heating Breakdown cover agreement. You will not be liable for costs incurred up to the point that you cancel or upgrade your Central Heating Breakdown cover other than the £99 excess for any work that has been carried out. Moving Home You can take this tariff without the Homecare cover with you if you move home. However, you will have to contact us as soon as possible about your Homecare cover as we may be able to transfer the cover to the new property or start a new agreement for the same cover. We can cancel the cover if you ask us to. British Gas Services Limited may be able to offer you an alternative service for your new home. At the end of the tariff Before this tariff ends, if you haven’t already switched to another tariff or supplier, we’ll contact you. If you don’t switch tariff or supplier before 1st June 2020, we’ll move you to the cheapest default tariff (no exit fees) we have available at that time. From at least the last 49 days of this tariff ending if you decide to switch to another supplier you don’t have to pay any exit fees. You’ll keep your current prices and terms and conditions (excluding exit fees) until:

• You switch to one of our other tariffs no later than 20 working days after (but not

including) 31st May 2020; or

• You switch to another supplier and they tell us you’d like to switch no later than 20

working days after (but not including) 31st May 2020. The other supplier then needs to

supply your energy within a reasonable time after they told us you want to switch; or

• You try to switch supplier and you pay any outstanding supply charges for the fuel(s) you

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want to switch within 30 working days after we tell you we object to the switch.

After the tariff ends, the Central Heating Breakdown cover, Plumbing & Drains cover, and Home Electrical cover will continue until you cancel it. Other things to bear in mind The tariff prices are fixed until 31st May 2020 unless the government or regulator does something or plans something that means the price changes. For example, changing the amount of VAT we must charge (we hope they won’t, but we must let you know). We’ll only sell so many of these tariffs, and we might withdraw it. Our terms and conditions of supply also apply - you can find them at britishgas.co.uk/terms If there is any difference between what we say in these terms and conditions and the supply terms, what we say in these terms takes priority. Your HomeCare cover will be administered by British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority.

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1. The Financial Conduct Authority (FCA)The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

2. Whose products do we offer?We offer products from a range of insurers.

We only offer products from a limited number of insurers. Ask us for a list of insurers we offer insurance from.

We only offer products from a single insurer.

3. Which services will we provide you with?We will advise and make a recommendation for you after we have assessed your needs.

You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of productsthat we will provide details on. You will then need to make your own choice about how to proceed.

4. What will you have to pay us for our services?A fee.

No fee.

You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.

5. Who regulates us?British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. Our Financial Services register number is 490568. Our permitted business is the sale and administration of general insurance contracts. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk or by contacting the FCA on 0800 111 6768, and from abroad on +44 207 0661 0005.

6. What to do if you have a complaintIf you wish to register a complaint, please contact us:

… in writing British Gas Services, Customer Relations, PO BOX 4394, Dunstable LU6 9LG

… by phone 0800 048 1000*

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

7. Are we covered by the Financial Services Compensation Scheme (FSCS)?We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Insurance advising and arranging is covered for 90% of the claim, without any upper limit.

Further information about compensation scheme arrangements is available from the FSCS.

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*We record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines.British Gas is a trading name of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Registered in England & Wales (Registered No. 03141243). Registered office: Millstream, Maidenhead Road, Berkshire SL4 5GD. britishgas.co.uk

Important Information about our insurance services

British Gas Services LimitedThe Causeway, Staines, Middlesex TW18 3BY

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This document provides a summary of the key information relating to this Central Heating Breakdown Cover insurance policy. Complete pre-contractual and contractual information on the product is provided in the terms and conditions.

What is this type of Insurance?Central Heating Breakdown Cover provides cover for repairs in the event of breakdown or damage to your boiler and central heating system.

What is Insured? Unlimited repairs to your gas central heating system, including boiler and controls and gas supply pipe All parts and labour Non-emergencies and emergencies Cover up to £1,000 (including VAT) to gain access and make good for each repair Boiler replacement if we can’t repair it and it is less than 7 years old (or less than 10 years old if we installed it and have covered it ever since) Replacement of parts that we can’t repair (subject to terms and conditions)

Where am I covered?✓ Mainland United Kingdom. If there are postcode areas that we are unable to cover, we will inform you prior to purchase.

What are my obligations?• You must take reasonable care to provide complete and accurate answers to questions we may ask you when you take

out, make changes to, make a claim on and renew this policy• It’s your responsibility to keep us informed of any changes to your contact details or change of address• It’s also your responsibility to inform us if you change a boiler that’s covered by us so that we can check continued

eligibility and appropriateness of cover

When and how do I pay?• You can pay for your product yearly by cheque, debit or credit card or Direct Debit – or monthly by Direct Debit.

If you have chosen Direct Debit, the start date will be shown on your schedule

When does the cover start and end?You’ll find your cover start and end dates in your policy documentation.

How do I cancel the contract?You can cancel your product at any time by calling 0333 202 9523* or writing to us at: HomeCare Membership Office, Murdoch House, Bothwell Road, Uddingston, G71 7UD. We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided. If we’ve carried out any work for you, you may have to pay cancellation charges.

What is not Insured? First Service or Annual Service Pre-existing faults or design faults Anything that happens within the first 14 days of you taking out the product Removing sludge or scale or repairing the damage it causes if we’ve already told you about it Showers, taps and sanitary ware Deliberate damage or faults caused by someone else you have used for repairs System improvements or upgrades Accidental damage Repairs that are purely cosmetic Replacement of curved or designer radiators

Are there any restrictions on cover? Domestic use only and you own the home that you are taking cover out on If you have chosen to pay an excess you will need to pay this for each completed repair or replacement

*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

Product: Central Heating Breakdown Cover

Insurance Product Information DocumentBritish Gas is a trading name of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales (No. 03141243). Registered office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. britishgas.co.uk

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This document provides a summary of the key information relating to this Plumbing and Drains Cover insurance policy. Complete pre-contractual and contractual information on the product is provided in the terms and conditions.

What is this type of Insurance?Plumbing and Drains Cover provides cover for repairs in the event of breakdown or damage to your plumbing and drains and the water supply pipe within the boundary of your property.

What is Insured?✓ Unlimited repairs to your plumbing system and the

water supply pipe within the boundary of your property

✓ Unlimited repairs and unblocking of drains and waste pipes

✓ All parts and labour✓ Non-emergencies and emergencies✓ Accidental damage✓ Cover up to £1,000 (including VAT) to gain access

and make good for each repair✓ Replacement of parts that we can’t repair (subject to

terms and conditions)

What is not Insured?✗ Pre-existing faults or design faults✗ Showers and sanitary ware✗ Deliberate damage or faults caused by someone

else you have used for repairs ✗ System improvements or upgrades✗ Shared drains✗ Water supply pipes that do not supply your home✗ Repairs that are purely cosmetic✗ Pipes between your home and outbuildings

Are there any restrictions on cover?! Domestic use only and you own the home that you

are taking cover out on

! If you have chosen to pay an excess you will need topay this for each completed repair or replacement



out, make changes to, make a claim on and renew this policy• It’s your responsibility to keep us informed of any changes to your contact details or change of address

When does the cover start and end?Cover begins <Insert start date> and ends on <insert end date>.

How do I cancel the contract?You can cancel your product at any time by calling 0333 202 9523* or writing to us at: HomeCare Membership Office, Murdoch House, Bothwell Road, Uddingston, G71 7UD. We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided. If we’ve carried out any work for you, you may have to pay cancellation charges.




Product: Plumbing and Drains Cover

Insurance Product Information DocumentBritish Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Registered in England and Wales (Registered No. 06608316)

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This document provides a summary of the key information relating to this Home Electrical Cover insurance policy. Complete pre-contractual and contractual information on the product is provided in the terms and conditions.

What is this type of Insurance?Home Electrical Cover provides cover for repairs in the event of breakdown or damage to your mains electrical system in your home and outbuildings

What is Insured? Unlimited repairs to your mains electrical system and wiring in your home and outbuildingsUnlimitedrepairstoyourfusebox,lightfittings,switches and sockets All parts and labour Non-emergencies and emergencies Accidental Damage Cover up to £1,000 (including VAT) to gain access and make good for each repair Replacement of parts that we can’t repair (subject to terms and conditions)

What is not Insured?Pre-existing faults or design faults Showers, taps and sanitary ware Deliberate damage or faults caused by someone else you have used for repairs System improvements or upgrades Electrical appliances, cooker hoods or extractor fans over 15cm diameter Repairs that are purely cosmetic Wires between your home and your outbuildings

Are there any restrictions on cover? Domestic use only and you own the home that you are taking cover out on If you have chosen to pay an excess you will need to pay this for each completed repair or replacement



out, make changes to, make a claim on and renew this policy• It’s your responsibility to keep us informed of any changes to your contact details or change of address

When does the cover start and end?Cover begins <Insert start date> and ends on <insert end date>.

How do I cancel the contract?You can cancel your product at any time by calling 0333 202 9523*orwritingtousat:HomeCareMembershipOffice,Murdoch House, Bothwell Road, Uddingston, G71 7UD. We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided. If we’ve carried out any work for you, you may have to pay cancellation charges.




Insurance Product Information DocumentBritish Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Registered in England and Wales (Registered No. 06608316) Product: Home Electrical Cover

HomeCare Range Terms and Conditions

32

About this bookletThis booklet explains exactly what the products in your HomeCare agreement do and don’t cover, what to do if you want to make a claim, change or cancel your agreement or a product, and how to make a complaint.It is important you read these terms and conditions carefully, together with your statement confirming the products you hold, as these form the basis of your agreement with us. If anything is not correct on your statement, or if you have any questions, please call us on 0800 048 1000.

Definitions ...................................................................................................................................... 04What we can look after .............................................................................................................. 06Our insurance products .............................................................................................................. 08

- Insurance features ......................................................................................................................10Our non-insurance products ..................................................................................................... 18

- Service and inspection products ...........................................................................................19- Service and repair warranty products ................................................................................ 22

General conditions ....................................................................................................................... 26General exclusions ....................................................................................................................... 30Complaints ..................................................................................................................................... 32Compensation scheme ............................................................................................................... 32Your personal information ......................................................................................................... 32Cancelling your agreement ....................................................................................................... 34How to make a claim ................................................................................................................... 36

Definitions

Understanding these Terms and Conditions

‘We’ and ‘you’By ‘we’, ‘us’, or ‘our’, we mean British Gas Services Limited – as the provider of the services of your non-insurance products and the administrator for British Gas Insurance Limited who underwrite your insurance products. British Gas Services Limited also holds premium and claims monies as agent of British Gas Insurance Limited.British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. By ‘you’ or ‘your’, we mean the person(s) named on your statement, plus the people who normally live in your home, including any tenants. Only the person(s) named on the statement, or their spouse, legal partner or authorised contact can amend or cancel

the agreement.

Words in boldSome of the words and phrases we’ve used have a particular meaning. We’ve highlighted these words in bold and explained what they mean below:

Definitionsaccess and making good- getting to your boiler, appliance or system, to fix or service it and then repairing any damage we may cause in getting access to your boiler, appliance or system by replacing items such as cabinets or cupboards that we’ve removed and by filling in holes we have made and leaving a level surface – but we won’t replace or restore the original surface or coverings, for example, tiles, floor coverings, decoration, grass or plants.accidental damage - when you do something that stops your boiler, appliance or system from working properly – without meaning to.agreement- all of the products you have with us. If you have Energy Extra with us this will be in a separate agreement. annual service- a check each year to ensure your gas boiler, appliance or central heating is safe and working properly. See page 27 and 28 for more details. approved list- boilers, appliances or parts that we can repair or replace.

authorised contact- a managing agent, landlord or any named person who you’ve authorised and who we’ve agreed can act on your behalf to make arrangements under your agreement in relation to a property.boiler and controls- a single natural gas or Liquid Petroleum Gas boiler or warm-air unit on your property that’s designed for home use and has a heat output capacity of up to 70kW – as well as the flue and the controls that make it work, including the programmer, any thermostats, motorised zone valves and central heating pump.boiler data- information we receive from your boiler IQ hardware. boiler IQ hardware- the diagnostic module attached to your boiler and the hub connected to your broadband router.British Gas Powerflush - a process where we remove sludge from your central heating system.central heating - the heat and hot water system on your

property – including your expansion tank, radiators, bypass and radiator valves, system filters, warm-air vents, cylinders, any immersion heater and its wired in timer switch, and the pipes that connect them.cylinders- tanks that store hot water.drains - the system of waste water pipes on your property. excess/fixed fee- the amount you’ve chosen to pay towards each completed repair or replacement. first service - where we may visit you after you first take out a product covering your boiler to check and confirm whether we can cover you. See page 27 for more details. gas supply pipe- the pipe that connects your gas meter to your gas boiler and other gas appliances you have on your property.home- the building, including any attached garage or conservatory where you live or a home you own, including holiday homes or rental properties. landlord- someone who owns a property which they don’t occupy and which may be occupied by a tenant.light fitting(s)- the electrical cable and fixings up to and including standard light bulb holders, individual downlight fittings embedded into ceilings and fluorescent tube assembly and starter units.managing agent- someone who provides managed services to a landlord in relation to one or more properties.managing agent insurable interest- in relation to any insurance product, where a managing agent has a contractual obligation to maintain elements of a property on behalf of a landlord.monitor/monitoring - keeping an eye on your boiler data so we can identify when your boiler is failing to produce heat or hot water.period of agreement- the day your agreement starts until your agreement runs out, as detailed on your statement.

products- cover or service for certain appliance(s) or system(s).property/properties- a home and all the land up to your boundary – including any detached outbuildings.repair(s)/repairing/repaired - to fix your boiler, appliance or system following an individual fault or breakdown but not repairs that are purely cosmetic or related to software which doesn’t stop the main function of your boiler, appliance or system from working or make it unsafe. replacement/replace/replacing- in the case of Kitchen Appliance Cover we’ll provide a contribution towards a replacement appliance with similar functionality from our approved supplier.- where we replace your boiler, appliances (not those covered under Kitchen Appliance Cover) or parts with a British Gas approved standard alternative. We’ll provide replacements with similar functionality but not necessarily an identical make and model or type of fitting. In the case of internet enabled boilers, appliances or parts, replacements will only be from the British Gas or Hive range. If we’re unable to provide a boiler, appliance or part with similar functionality we’ll install a new and unused like for like alternative that you provide, but we’ll only accept responsibility for our workmanship. sanitary ware - your toilet bowl and cistern, bidet, sink, pedestal, bath and shower tray.sludge - the natural build-up of deposits in your boiler or central heating system as it corrodes over time.statement- the document that shows the products you have with us, the period of agreement, how much you’re paying and any excess or fixed fee. upgrades- improvements that make your boiler, appliance or system safer, or more efficient.warm-air - where your home is heated by warm air flowing through vents, not hot water flowing through radiators.

54

Overflow

Overflow

Guttering

Programmer

Central HeatingIsolation Switch

Frost Thermostat

Room SealedAppliance Flue

Condensate Pipe

Rainwater Drain

Water Meter

External WaterSupply Stopcock

Public Surface Water Drain or SoakawayDrain

Water Supply Pipe

Supplier's Gas Pipe

MainsWaterSupply

Property Boundary Main Drain

Wall Sockets

Flexible Appliance Pipe

Garden Tap

Kitchen AppliancesIsolationValves

Pathway

Pipes and Wiresto Outbuildings

Outside Light

Electric Doorbell

Fluorescentfitting

SocketFuse Box

Sink tapsLight Switch

Toilet Blockages

Ball Valveand Siphon

Sink and Bath TapsShaver Socket

Radiator Valves

Shower Isolation Switch

MotorisedZone Valve

Immersion Heater Timer Switch

Fuse BoxRoom Thermostat

Thermostatic Radiator Valves TRVs

Light Fittings

Light SwitchLight Switch

Gas Appliances

Smoke Alarm

Extractor Fan (up to 15cm)

ExpansionTank

Cold Water Supply Tank

Shower Pump

ShowerUnit

Gas Meter

Hub

Gas Supply Pipe

Boiler

Central Heating Pump

Cylinder Thermostat

Hot Water Cylinder

Immersion Heater

Downpipe

DiagnosticModule

Extended /Open Flue

Solar Panel

Outbuildings

Solar Inverter

Internal Water Supply Stopcock

Radiator

Router

What we can look afterBoiler and controls

Central heating

Plumbing

Drains

Home electrics

Kitchen appliances

Gas appliances

Boiler IQ

Shown for reference and not included with these agreements

What we can look after

76

Our insurance productsAll our insurance products are underwritten by British Gas Insurance Limited.

British Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

The table below shows the features that are included in each product. You should also refer to the general conditions on page 26 and general exclusions on page 30.

All insurance products include:• Parts and labour• Unlimited number of repairs• Up to £1,000, including VAT, for getting access and making good for each repair

Our insurance products

Product features

Page Product As shown on your statement

These products are designed to meet the demands and needs of customers who want to protect their:

Annual Service

Boiler and Controls

Central Heating Plumbing Drains Home

Electrics Gas

ApplianceKitchen

Appliance

10 HomeCare One Boiler and controls on a service and repair basis

10-11 HomeCare Two /Energy Extra 200 Boiler, controls and central heating on a service and repair basis

10-13 HomeCare Three 6Boiler, controls and central heating on a service and repair basis and their plumbing and drains on a repair only basis

10-13 HomeCare Four/Energy Extra 400 Boiler, controls and central heating on a service and repair basis and their plumbing, drains and home electrics on a repair only basis

12,13,16-17 Energy Extra 50

Boiler, controls, central heating, plumbing, drains and home electrics on a repair only basis

10 Boiler and Controls Cover Boiler and controls on a service and repair basis

10-11 Central Heating Cover Boiler, controls and central heating on a service and repair basis

12 Plumbing Cover 6 Plumbing on a repair only basis

12-13 Plumbing and Drains Cover Plumbing and drains on a repair only basis

13 Home Electrical Cover 6 Home electrics on a repair only basis

14 Gas Appliance Cover 6 Gas appliances on a service and repair basis

15 Kitchen Appliance Cover Kitchen appliances on a repair only basis

16 Boiler and Controls Breakdown Cover Boiler and controls on a repair only basis

16-17 Central Heating Breakdown Cover Boiler, controls and central heating on a repair only basis

98

Central HeatingBoiler and Controls

Our insurance featuresOur insurance features

1110

What’s not covered Damage caused by limescale, sludge or other debris, if we’ve told you before that

you need to carry out repairs, improvements or a British Gas Powerflush, or a similar process, but you haven’t done so

Fixing your showers, their parts and shower pumps

Any controls designed specifically for underfloor heating

Repairing or replacing the flue including the flue terminal if it’s over one metre in length

Repairing or replacing the flue including the flue terminal for any open flued appliances

Replacing or topping up your system inhibitor unless we’ve removed it

Any part of your boiler and controls which directly supplies a swimming pool

Resetting your controls or replacing the batteries

Repairing or replacing your central heating system

Repairing or replacing air or ground source heat pumps

What’s not covered

Damage caused by limescale, sludge or other debris – if we’ve told you before that you need to carry out repairs, improvements or a British Gas Powerflush, or a similar process, but you haven’t done so


Repairing or replacing taps

Any parts that are designed specifically for underfloor heating

Supply of curved or designer radiators (see page 30)

Repair or replacement of electrical elements in radiators


Any part of your central heating which directly supplies a swimming pool

What’s covered

All repairs to:

• A single natural gas or Liquid Petroleum Gas boiler or warm-air unit on your property, that’s designed for home use and has a heat output capacity of up to 70kW

• The flue including the flue terminal, up to one metre in length

• The controls that make the boiler work including the programmer, any thermostats, motorised zone valves and central heating pump; and

• The gas supply pipe

A replacement for your boiler if we can’t repair it and:• It’s less than seven years old• Or, it’s between seven and ten years old, we installed it and it’s been continuously

covered by British Gas under either a warranty or HomeCare agreement • Or, it caught fire or exploded, providing you gave us access to carry out your

annual service every year since we first covered you

A replacement of the gas supply pipe and the controls that make your boiler work if we can’t repair them

A replacement of the flue including the flue terminal up to one metre in length if we can’t repair it

A first service or annual service (see pages 27 and 28)

Accidental damage

Costs of up to £500 for alternative accommodation and travel if your home is unfit to live in as a result of your boiler catching fire or exploding

What’s covered

All repairs to the heat and hot water system on your property including:

• Expansion tank, radiators, bypass and radiator valves

• Warm-air vents

• Cylinders and any immersion heater and its wired in timer switch; and

• The pipes that connect the central heating system

A replacement of parts of your central heating if we can’t repair them

Accidental damage


General conditions (see page 26) and general exclusions (see page 30) also apply. General conditions (see page 26) and general exclusions (see page 30) also apply.


Plumbing

1312

What’s covered

All repairs to the plumbing system on your property including:

• Your hot and cold water pipes between your internal stopcock up to, and including your taps and garden taps and the flexible pipes to your kitchen appliances

• The hot water cylinder and cold water tanks including immersion heaters, toilet siphons, isolation, ball and radiator valves; and

• Your water supply pipe from the boundary of your property to your home

A replacement of parts that we can’t repair. We will replace a pair of taps to a single item of sanitary ware where only one can’t be repaired

Accidental damage


Electrical appliances, burglar alarms and camera systems

Showers and their parts, shower pumps, cooker extractor hoods, storage and panel heaters, underfloor heating, controls, pumps, detectors, timers and programmers, and solar panels and their inverters

The electricity supply cable up to the fuse box or mains isolation switch if fitted

Power cables between your home and any detached outbuildings, outdoor fittings or appliances on your property

Electrics in your outbuildings if the supply is connected to a separate electricity meter than to your home

Rubber or lead covered cables

Complete system rewire

Outside lighting not fixed to your home or outbuildings

Home ElectricsWhat’s covered

All repairs to the mains electrical system and wiring on your property including:

• The fuse box, light fittings, switches, sockets, isolation switches and your immersion heater timer switch

• Extractor fans up to 15cm in diameter

• Doorbells and smoke alarms that are connected to the wiring

• Outside lighting as long as it’s fixed to your home or outbuildings and fitted less than ten metres above ground; and

• Your electric vehicle charging unit, if we installed it

A replacement of parts that we can’t repair

Accidental damage


What’s not covered Showers and their parts, shower pumps, sanitary ware, spa baths, seals and grouting

Radiators

Any parts that are designed to boost your mains water pressure

Water softeners, water filters and waste disposal units and taps that deliver boiling or filtered water

Water pipes between your home and any detached outbuildings on your property

Swimming pools, fountains, ponds or water features, garden irrigation systems, free standing garden taps and the water pipes running to or from them

Rainwater pipes and guttering

Frozen pipes that need defrosting where there is no other damage

Any water supply pipe that doesn’t supply your home

Water meters

Plumbing in your outbuildings if the supply is provided by a separate mains connection than to your home

What’s not covered Rainwater guttering and down pipes, manholes and their covers, soakaways, septic

tanks, cesspits, drainage pumps, treatment plants and macerators and their outflow pipes

Cleaning and descaling your drains

Shared drains

Drains

Drains

What’s covered

Repairing and unblocking drains to restore flow

Repairing leaks to internal waste water pipes and external soil and vent pipes

A replacement of parts that we can’t repair

Accidental damage


Kitchen Appliance What’s covered

All repairs to the kitchen appliance(s) shown on your statement

A contribution towards a replacement if we can’t repair it or we decide it will cost less to replace than to repair. We’ll source the replacement from our approved supplier and make the following contribution based on their current retail selling price:• 100% if your appliance is less than three years old • 30% if your appliance is three years old or more You may use our contribution towards an alternative model of your choice from our approved supplier. There is no cash alternative

Accidental damage

What’s not covered Anything that happens in the first 14 days of you taking out the product

Wine coolers, cooker hoods and other extractor fans

Disconnecting and disposing of your old appliance, or unpacking or installing new ones

Any appliance(s) that weren’t bought in the UK

Any appliances(s) that weren’t new when you bought them, unless they are appliance(s) that were in the property when you moved in

1514

Gas ApplianceWhat’s covered

All repairs to:

• The gas appliance(s) shown on your statement• The flue including the flue terminal up to one metre in length

A replacement if we can’t repair it because it caught fire or exploded, providing you gave us access to carry out your annual service every year since we first covered you

An annual service (see page 27 and 28)

A replacement of the flue including the flue terminal up to one metre in length for the gas appliance(s) on your statement if we can’t repair it

Accidental damage

Costs of up to £500 for alternative accommodation and travel if your home is unfit to live in as a result of your gas appliance catching fire or exploding

What’s not covered Repairing or replacing the flue including the flue terminal if its over one

metre in length


Damage caused by limescale



Central Heating Breakdown Boiler and Controls Breakdown


Anything that happens within the first 14 days of you taking out the product

Accidental damage





Any parts that are designed specifically for underfloor heating

Supply of curved or designer radiators (see page 30)



Any part of your central heating which directly supplies a swimming pool

A first service or annual service


Anything that happens within the first 14 days of you taking out the product

Accidental damage












1716

What’s included

All repairs to:

• A single natural gas or Liquid Petroleum Gas boiler or warm-air unit on your property, that’s designed for home use and has a heat output capacity of up to 70kW




A replacement for your boiler if we can’t repair it and: • It’s less than seven years old • Or, it’s between seven and ten years old, we installed it and it’s been continuously

covered by British Gas under either a warranty or HomeCare agreement



What’s included



• Warm-air vents

• Cylinders and any immersion heater and its wired in timer switch; and




Our non-insurance productsAll our non-insurance products are provided by British Gas Services Limited.

You should also refer to the general conditions on page 26 and general exclusions on page 30.

1918

Service and inspection products Page

Boiler IQ .................................................................................................................................. 19

Gas Appliance Check ........................................................................................................... 19

Annual Boiler Service .......................................................................................................... 19

Gas Safety Check and Certificate ................................................................................... 20

Gas Safety Certificate ........................................................................................................ 20

Electrical Installation Condition Report .........................................................................21

Electrical Appliance Testing ...............................................................................................21

Our service and inspection products

Gas Appliance CheckWhat’s included An annual service for the gas appliance(s) on your statement

If our engineer finds that one of your gas appliance(s) isn’t fit to be used, you’ll still have to pay for their visit

What’s not included Any repairs or replacements

What’s not included Repairing or replacing your central heating system


Identifying faults that don’t stop your boiler producing heat or hot water

Identifying faults if your internet connection or power supply fails

Any internet related costs, including those associated with the transfer of data to or from your boiler IQ hardware

What’s included Installing the boiler IQ hardware

Monitoring your boiler

Contacting you when we identify your boiler is failing to provide heat or hot water to arrange a repair under your HomeCare agreement

Repairing or replacing your boiler IQ hardware if it develops a fault

Boiler IQThis product is only available for selected boilers and where you hold a HomeCare product or British Gas warranty that covers your boiler. We’ll install the boiler IQ hardware, monitor your boiler remotely and let you know if we detect your boiler is failing to provide heat or hot water.

Annual Boiler ServiceThis is only available if you have a British Gas 5 Year Warranty

What’s included An annual service for your boiler

What’s not included Any repairs or replacements

2120

Gas Safety Check and Certificate (CP12)If you are a landlord, under the law it’s your responsibility to make sure you have a valid Gas Safety Certificate for the gas meter, gas pipework and any gas appliance(s) on your property. When your safety check is due we’ll send you an email, letter, or text message or call you to arrange it. We’ll try to get hold of you up to three times. If we don’t hear back from you after that, we won’t try again. It’s then up to you to contact us to arrange your safety check.

Gas Safety Certificate (CP12)This can only be purchased with a British Gas product that includes an annual service and will normally be completed at the same time as your annual service.

What’s included An inspection of your gas meter and gas pipework

A Gas Safety Certificate for your gas meter, gas pipework and any gas appliance(s) on your statement, which we’ll post or email to you and your tenant if you prefer. If any part fails the safety inspection, we’ll include all the details on the Gas Safety Certificate

What’s included An inspection of your gas meter, gas pipework and any gas appliance(s) on

your statement

A Gas Safety Certificate for your gas meter, gas pipework and any gas appliance(s) on your statement, which we’ll post or email to you and your tenant if you prefer. If any part fails the safety inspection, we’ll include all the details on the Gas Safety Certificate

What’s not included Repairs or a replacement of your gas meter, gas pipework or any gas appliance(s)

An annual service

The cost of re-inspecting any of the failures detailed on your Gas Safety Certificate

We won’t provide a Gas Safety Certificate for any boiler or gas appliance we’ve not inspected

What’s not included Repairs or a replacement of your gas meter, gas pipework or any gas appliance(s)

The cost of re-inspecting any of the failures detailed on your Gas Safety Certificate

We won’t provide a Gas Safety Certificate for any boiler or gas appliance we’ve not inspected


Our service and inspection products Our service and inspection products

What’s included An electrical safety test on appliances owned and identified for testing by

the landlord

A separate appliance testing report detailing what’s been tested, provided with your Electrical Installation Condition Report

Electrical Appliance TestingThis is an optional service for landlords purchasing an Electrical Installation Condition Report who provide their tenants with any appliance that is permanently connected or connected via a plug and socket. We will check the number of appliances that you’ve paid for but it’s your responsibility to make sure that you, your tenant or managing agent shows us which appliances should be tested.

What’s not included Repairs or replacement to appliance(s)

Tests to appliances not provided, or identified, by the landlord as requiring testing

Tests to appliances where we can’t reasonably gain access to the electrical connection point

What’s included A series of electrical safety tests of your electrical wiring

A visual inspection of all your accessible switches, sockets, and light fittings and checking a sample of the connections to them

A report which will contain details of the inspection and any faults found, and a recommendation of when the next inspection should take place

What’s not included Any repairs to faults identified during testing and inspection

Re-checking any faults once you’ve repaired them

Electrical Installation Condition Report (EICR)This is a one-off safety inspection of your mains connected electrical wiring and electrical fixtures, including the fuse box.

Our service and repair warranty products

2322 General conditions (see page 26) and general exclusions (see page 30) also apply. General conditions (see page 26) and general exclusions (see page 30) also apply.

Gas BoilerIf you bought a new boiler from British Gas New Heating Limited you may have been provided with a warranty.

After the warranty finishes, we’ll offer you the chance to buy a similar product.

If you’ve bought a gas appliance from British Gas New Heating Limited you may have been provided with a twelve month Gas Appliance Care product.

What’s not included Accidental damage


Repairing or replacing the flue including the flue terminal for any open flued appliance(s)

Damage caused by limescale

What’s included

All repairs to:

• The gas appliance(s) shown on your statement

• The flue including the flue terminal up to one metre in length

An annual service

A replacement of the flue including the flue terminal up to one metre in length for the gas appliance(s) on your statement if we can’t repair it

Gas Appliance

Our service and repair warranty product features

We may introduce insurance products provided by British Gas Insurance Limited that provide similar services and extra benefits to those that are currently being provided under your service and repair warranty products.

When you are due to renew your service and repair warranty products, we may arrange those insurance products for you and, if you pay by Direct Debit, renew them every year until you tell us otherwise.

Similar services

All of our service and repair warranty products include: • Parts and labour • Unlimited number of repairs • Up to £1,000, including VAT, for getting access and making good for each repair

Service and repair warranty products

Product features

Page ProductAnnual Service

Gas Appliance

Boiler and Controls

Central Heating

23 Gas Appliance Care

24 Boiler and Controls Care

25 Central Heating Care*

* If your boiler has been installed by British Gas and you have a British Gas 5 Year Warranty some of the features of Central Heating Care will also be included in that Warranty. This will be reflected in the price of Central Heating Care.

Service and repair warranty productsThe tables below show the features that are included in each product. You should also refer to the general conditions on page 26 and the general exclusions on page 30.

What’s included

All repairs to:

• A single natural gas or Liquid Petroleum Gas boiler or warm-air unit in your property, that’s designed for home use and has a heat output capacity of up to 70kW




A replacement for your boiler if we can’t repair it and: • It’s less than seven years old • Or; it’s between seven and ten years old, we installed it and it’s been continuously

covered by British Gas under either a warranty or HomeCare agreement








Any parts designed specifically for underfloor heating

Supply of curved and designer radiators (see page 30)



Any part of your central heating system which directly supplies a swimming pool

Our service and repair warranty product featuresOur service and repair warranty product features

Central Heating












Boiler and Controls

2524

What’s included



• Warm-air vents

• Cylinders and immersion heaters and its wired in timer switch; and





2726

General conditionsYour AgreementUK lawYour agreement is bound by the laws of whichever country the property included in your agreement is in – England and Wales, or Scotland.English languageEverything we write to you – including terms and conditions – will be in English.Adding new productsIf you add any new products to your agreement during the period of agreement, we’ll arrange it so that they all renew at the same time. Prices and price changesYour statement shows the price of your agreement. That price won’t go up or down over the period of agreement, unless you change your agreement, or products, or the Government changes the relevant tax rate. We’ll always write to tell you about any change to your price.PaymentsYou can pay for your agreement yearly by cheque, debit or credit card or Direct Debit – or monthly by Direct Debit. Energy Extra customers will pay through their energy bill. All of our prices include the relevant taxes at the current rate.RenewalsWe’ll write to you at least 25 days before your agreement is due for renewal.If you pay by Direct Debit, or are an Energy Extra customer, we’ll keep renewing your agreement automatically, until you ask us to stop.Overlapping coverIf you have several different products, some parts of your system might be covered twice.Managing agentsWe’ll only provide the products to you and not to landlords or tenants and you must

not resell or hold yourself out as a reseller of the products to landlords, tenants or anybody else.You agree that:• Where you have insurance products you warrant that you’ll have at all relevant times a managing agent insurable interest in the elements included in your agreement. • You’ll indemnify us against all costs, expenses, losses, demands, amounts agreed upon in settlement and liabilities which we may suffer or incur arising out of, or in connection with, complaints or claims which we receive from landlords, tenants or any other third party as a result of your failure to have, at all relevant times, a managing agent insurable interest in the elements covered by your agreement.

Your ResponsibilitiesChanging your addressIf you move to a new home, you need to tell us as soon as possible. We may start a new agreement, transfer your current agreement to your new address or if you ask us to, cancel it. If you’re an Energy Extra customer and you move home, we’ll cancel your agreement at the old address and may offer you an alternative product.Keeping us up to dateIt’s your responsibility to keep us informed of any changes to your contact details including telephone number, address or email. If you change a boiler or appliance that’s covered by us, you need to tell us the make and model of the new one, so we can check we can cover it. If we can’t cover your new boiler or appliance we may need to cancel or amend your product.You should also check to see whether you

still need the same level of cover – for example, if your new boiler or appliance has a manufacturer’s warranty.Missing payments under your agreement Before we book your repair, or visit, we may ask you to pay any missing payments due. Getting into your propertyOur engineers will only work on your property if there’s someone 18 years old or older there at all times during the visit. It’s your responsibility to give us access to your property. If we can’t get access we won’t be able to complete the work and it’s then up to you to arrange another appointment.If you don’t re-arrange the appointment, your agreement will still continue.After several failed attempts to get into your property, we may cancel your agreement but we’ll let you know beforehand.Authority to carry out work If you’re not at the property when our engineer visits, you must make sure that there is somebody else present who can give instructions to our engineer, on your behalf.Working in dangerous or unsafe conditionsWe won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment. And we won’t return to finish the work until that risk is gone.If any asbestos needs to be removed before we can repair your boiler, appliance or system, you’ll need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which you’ll need to show us. Under warrantyIf your boiler, appliance or system is covered by a third party warranty, it’s your responsibility to make sure that any work we do doesn’t affect that warranty.

Authorised contactsIf you want an authorised contact it’s your responsibility to let us know who they are so that we can note it on your agreement.Manufacturer’s security instructionsIt’s your responsibility to follow manufacturer’s security instructions related to internet or mobile connected devices which are used to communicate with boilers, appliances or systems covered under this agreement.

Visiting youFirst service Your first service will usually be within 42 days of you first taking out the product or changing your address. If we’ve already carried out a first service or an annual service at your address in the last twelve months, we won’t carry out another one – even if you’ve just moved in. If we’ve installed a new boiler for you the first service will be carried out as part of the installation.At the first service our engineer will check that your boiler is on our approved list and your boiler or central heating and ventilation don’t have any pre-existing faults. If we find it’s not on the approved list or it has a pre-existing fault we’ll either:• Tell you what needs to be done to fix it – and how much it’ll cost• Offer you a different product or

level of cover • Or, cancel your agreement or productAnnual service One of our engineers will visit your home once a year to check that your appliance, boiler or central heating and ventilation is working safely and in line with the relevant laws and regulations. We’ll also test the gases your appliance or boiler produces. If these tests show that it’s necessary to take your appliance or boiler apart to adjust or clean it, we’ll do so.

General conditions

General conditionsGeneral conditions

2928

During the visit, our engineer will fill in a checklist that shows you exactly what we’ve looked at.If we find a problem or fault that needs to be fixed, we’ll tell you about it. If your product:• Includes repairs and has an excess or

fixed fee you will have to pay this before we repair it

• Is service only, our engineer may give you a quote to have the work done

For boilers and central heating your first service counts as an annual service.When your annual service is due we’ll send you or your authorised contact an email, letter, text message or call you to arrange it. We’ll try to get hold of you up to three times. If we don’t hear back from you after the third time, we won’t try again and won’t refund the cost of the missed annual service. But you can still contact us at any time to book it.Tenants or letting agents arranging visitsYour tenants or your letting agents can call us directly to arrange any engineer’s visit. Reasonable timescalesWe’ll carry out any repairs or visits you’re entitled to within a reasonable time, unless something beyond our control makes that impossible – in which case we’ll let you know as soon as possible and give you another time when we can visit.Our engineers Normally, we’ll send a British Gas engineer to carry out the work. In some cases, we may send a suitably qualified contractor instead.

Making repairsExcess or fixed fee Your statement shows how much excess or fixed fee you’ve agreed to pay each time we complete a repair or replace your appliance; whether• You report a fault to us• You agree to our visit following a fault

identified by boiler IQ• Or, we find a fault during a first service

or annual service.If the fault is related to one we’ve fixed for you in the last twelve months, then you won’t have to pay an additional excess or fixed fee. Our engineer will use their expert judgement to decide whether a fault is related to an earlier fault or not.When we book your repair, we’ll ask to pre- authorise your debit or credit card for any excess or fixed fee. If you’re a landlord, this can be from you, your tenants, managing agent or anyone else. We won’t put the charges through until after we complete the repair. If we’ve reason to believe that the people living in your home are vulnerable or at risk, we’ll send an engineer out even if we haven’t been able to pre-authorise a debit or credit card – and send you an invoice for the excess or fixed fee after we’ve completed the repair.Safety adviceFrom time to time, we may tell you that your boiler, appliance or system needs permanent repairs or improvements that aren’t covered by your agreement to keep working safely. For example, if your ventilation doesn’t meet current gas safety regulations. If you don’t follow this advice, it’ ll affect certain parts of your cover – but your agreement will keep running until you or we change or cancel it.Getting access and making goodOur insurance products and our non-insurance service and repair warranty products cover up to £1,000 including VAT for getting access and making good.

Spare partsWe’ll provide replacements with similar functionality but not necessarily the same features or an identical make and model or type of fitting. For example, we may replace a specific design of tap with a standard one from our range or replace electrical fittings with our nearest white, brass or chrome version. Or you can give the engineer a replacement part that you’ve bought yourself, that we approve.We’ll try to get parts from the original manufacturer or our approved suppliers. If we can’t get hold of the parts we need we may need to cancel your agreement (or part of it) unless you’re eligible for a replacement.

If we’ve agreed to cover a boiler or appliance but warned you that it might be difficult to find spare parts, we’ll do what we can, within reason, to repair it. Twelve month guaranteeWe guarantee to repair or replace any faulty parts we’ve supplied, or fix any faulty work that we’ve done for twelve months from the date that we did the work. This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

General exclusions

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British Gas PowerflushOver time, gas central heating systems build up sludge that can block or narrow your pipes, radiators and boiler parts.British Gas Powerflush is our way of removing that sludge from your system. We’ll tell you if your system needs a powerflush to work properly. You’ll need to pay for it separately – it isn’t included in your cover. If you buy a British Gas Powerflush, any future ones you may need to keep your system working properly are included, for as long as you have continuous cover for your boiler with us.If someone else carries out a powerflush for you, you’ll need to show us the receipt before we carry out any more repairs or replacement work for damage caused by sludge. Confirming the age of your appliancesIf your product includes replacing appliances our engineer will estimate how old it is. If you disagree you’ll need to show us either the original from new receipt, a dated guarantee or proof of when it was first installed. Curved or designer radiators If your product includes cover for central heating it doesn’t include a replacement of curved or designer radiators. We can either:• Replace it with a standard radiator• Or, install a curved or designer radiator

that you’ve bought yourself, in which case we only accept responsibility for our workmanship, not any manufacturing faults in the radiator itself

By designer radiator we mean a radiator of particular artistic design or intricate shape or made from materials such as glass, marble, stone, wood or cast iron.

General exclusionsWho can benefit from this agreement?Nobody other than you can benefit from your agreement. Cash in lieuWe won’t offer you cash instead of carrying out an annual service, repairs or replacements.Domestic useYour product only includes cover for your property if it is used for normal day-to-day living purposes, including use for home office or activities of a domestic nature, including renting, and not where the main purpose of the property is for commercial purposes. Pre-existing faults Our products don’t include cover for any faults or design faults that:• Were already there when your boiler,

appliance or system was installed, or were caused by anybody other than us when any change or additions were made to your boiler, appliance or system

• We’ve told you about before and you haven’t fixed

• We couldn’t reasonably have been expected to know about before. For example, faulty pipes that don’t have the correct protection, which are buried under concrete floors

• Or, prevent access because a part of your system has been permanently built over

Damage caused by anyone but usUnless your product includes accidental damage we won’t cover any damage you’ve caused. If anyone other than us carries out any work on your boiler, appliance or system and damages it, your cover doesn’t include putting that right.

Deliberate damage or misuseWe won’t repair or replace any parts that have been deliberately damaged or misused. Our engineer will use their expert judgement to determine how the damage was done. Damage linked to the supply of your gas, water or electricityWe won’t repair any damage that’s caused by changes in, or problems with, the supply of your gas, water or electricity.External water supply stopcockIf we can’t turn off the external water supply stopcock to your home to complete your repair it’s up to you to get your water supplier to turn it off.Any damage that’s covered by other kinds of insuranceYour product doesn’t include repairing or replacing any damage caused by extreme weather, flooding, structural issues, fire or explosions – or any other kind of damage that’s normally covered by household insurance – unless your product specifically includes it. If your product specifically includes anything that’s also covered by your household insurance, we’re only responsible for our fair share. Software, internet communications or radio signalsWe’re not responsible for any loss or damage caused by malicious, inappropriate or unintentional interference with the software, internet communications or radio signals of any boiler, appliance, device or system covered under this agreement. Communication connections We’re not responsible for your internet connection and unless it is a British Gas or Hive product we’re not responsible for the data transmission to, or from any boiler, appliance, device or control system.Any other loss or damageWe’re not responsible for any loss of or damage to, or cleaning of property, furniture or fixtures as a result of your

boiler, appliance or system breaking or failing unless we caused it. For example damage caused by water leaks. Making any improvementsYour product only includes repairing or replacing your boiler, appliance or system when it stops working properly – it doesn’t include any improvements or upgrades, for example: replacing working radiators, swapping standard radiator valves for thermostatic ones and replacing electrical cables and fuseboards that still work.Where we’ve told you that an improvement is necessary, we may not continue to make repairs on that part of your boiler, appliance or system unless the work has been carried out.Steel or iron pipesWe won’t repair or replace steel or iron pipes, except:• Your water supply pipe from the

boundary of your property to your home

• Your gas supply pipe, from your meter to your boiler or appliance(s)

• And, your soil stack/vent pipewhere these pipes are specifically covered by your agreement.Energy/central heating management systemsWe won’t repair or replace energy or central heating management systems.

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ComplaintsTo make a complaint: • Call us on 0800 048 1000• Email us at

[email protected]• Or write to us at: British Gas Services

Customer Relations PO Box 4394 Dunstable LU6 9LG

We take any complaint seriously and we’ll do our best to resolve the issue right away. If we need more time to investigate, we’ll let you know and keep you updated.If you’re not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take it to the Financial Ombudsman Service:• By calling them on 0800 023 4567• Or writing to them at: Financial Ombudsman Service

Exchange Tower London E14 9SR

For more information, visit financial-ombudsman.org.ukIf you have a complaint about products bought from us online then alternatively you may want to visit the European Commission’s online dispute resolution platform: ec.europa.eu/consumers/odr

Compensation schemeBritish Gas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if British Gas Insurance Limited cannot meet its obligations. General insurance is covered for

90% of the claim, without any upper limit. You can get more information about the compensation scheme from FSCS at fscs.org.uk or by phoning 0800 678 1100.

Your personal informationWhat we’ll do with your personal informationThis section gives a brief explanation of how we’ll use your personal information. We provide more detail about the use of data and who we may share it with on our website. If you’re interested please visit britishgas.co.uk/privacy‘We’ includes all other Centrica Group companies.Over time, we’ll collect various kinds of personal information about you – from sensitive details, for example: contact details, bank details, health issues, criminal record to your tastes and preferences.And we may also monitor and record our phone calls, conversations and other communications with you to make sure we’re living up to the standards we want, as well as the relevant laws and regulations.We may sometimes use partners from outside the European Economic Area (EEA), where the laws and regulations on personal information may be less strict than in the UK. Even so, we’ll continue to hold ourselves and our partners to the standards set out in this privacy statement.If you’re giving us information about someone elseIf you’re giving us information on behalf of someone else, you confirm that they’ve seen these terms and conditions and given you permission for us to use their information in the way we’ve described here.And if you give us sensitive information about yourself or other people, for example,

Your personal informationComplaints and Compensation scheme

health details or details of any criminal convictions of members of your household, you also agree and confirm that the person the information is about has agreed that we can use this information in the way we’ve described here.If you want to see what information we hold about youYou’ve the right to have a copy of the information we hold about you, for a small charge, and to ask for us to correct any mistakes. Email [email protected] or write to: Centrica Privacy Team

Lakeside West 30 The Causeway Staines TW18 3BY

How we may use your informationTo get in touch with youBy email, phone, text message, home visits or other means, for example: smart meters.To do what you’ve asked us to doBringing you the products and services you’ve asked for, including loyalty and incentive schemes.To manage your insurance policy with us, if you have onePassing your information on to an insurer, so they can underwrite your policy, process claims, develop new services and assess risks.To tell you about other products and services Bringing you products and services from us or our partners that we think you’ll be interested in – unless you ask us not to contact you with offers, which you can do at any time by contacting us and giving us your account details.To collect any money you owe usSelling your debt to another company and giving them your details.

To check your credit historyChecking your details with credit reference and fraud prevention agencies to make sure you can afford the goods and services you’ve asked for. See our privacy policy at britishgas.co.uk for more on this.To keep you safe and secureProtecting you and everyone who lives in your home.

Improving our servicesTo ask for your opinionGetting your feedback on how we run your account, or our products and services.To improve how we work or what we offerChanging how we run your account, or our products and services for the better – including training our staff. If your agreement includes boiler IQ, we may share boiler data with the boiler manufacturer or carefully selected third parties.To understand our customers betterLooking at statistics and trends, building customer profiles, testing computer systems and coming up with new sales and marketing opportunities.

Running our businessTo take legal action – or respond to it Making our case or defending ourselves. To comply with the authoritiesSharing what we know with the Government, regulators, police or lawyers, if they ask for it and have the right to know it. For example, sharing information with the Government to help stop fuel poverty. To sell one or more of our businessesAs part of the standard sales process.

mailto:[email protected]

http://financial-ombudsman.org.uk

http://ec.europa.eu/consumers/odr

http://fscs.org.uk

http://britishgas.co.uk/privacy

mailto:[email protected]

http://britishgas.co.uk

Cancellation FormIf you want to cancel any product you can do so by returning this form. You can post the form to the following address: HomeCare Membership Office, Murdoch House, Bothwell Road, Uddingston G71 7UDYou can also call us on 0800 294 9123.I wish to cancel the following products Name Address

Signature Date 34

When we can cancel We can cancel your agreement or product if:• You give us false information• Your boiler or appliance isn’t on our

approved list • We find a pre-existing fault during your

first service • We can’t find the parts we need to repair

your boiler, appliance or system, despite our attempts

• You put our people’s health and safety at risk, for example, physical or verbal abuse

• Your home or property is unfit or unsafe to work in

• You don’t let us in to your home or property to work, despite several attempts

• We tell you to make permanent repairs or improvements, but you don’t

• Or, you don’t make your paymentsWe’ll try writing to you to collect the money you owe. If we don’t hear from you and you don’t pay, we’ll cancel your agreement no less than 30 days after the date we first found out your payment had failed. You may also have to pay cancellation charges - see cancellation charges table.If we cancel your agreement or product, we’ll refund you for the rest of the time you’ve already paid for. If we’ve completed any repair or replacement since you bought or renewed your agreement or product, you may also have to pay cancellation charges - see cancellation charges table.

If we cancel your agreement or product at your first service, we’ll refund you in full, unless we’ve completed any work since you bought your agreement or product in which case you may have to pay cancellation charges – see cancellation charges table.Where you have Boiler and Controls Breakdown Cover or Central Heating Breakdown Cover; and• We can’t get hold of the parts we need

to fix your boiler and controls or central heating

• And, we haven’t told you before that we may not be able to find them

we’ll refund any money you have paid for these products since your last claim, up to a maximum of three years.We can cancel your Boiler IQ if: • You do not have a HomeCare product

or British Gas warranty that covers your boiler

• You move home• Or, you replace your boiler with a boiler

that’s not compatible with the boiler IQ hardware

If you have Boiler IQ and we don‘t contact you to let you know your boiler has failed to produce heat or hot water but subsequently our engineer using their expert judgement agrees there was a boiler failure, we’ll refund any money you have paid for this product since your last notification alert.

Cancelling your agreementYour cancellation rightsHow you can cancel You can cancel your agreement or a product at any time, by calling 0800 294 9123 – or writing to us at: HomeCare Membership Office

Murdoch House Bothwell Road Uddingston G71 7UD

If you cancel your product within 14 daysWe’ll give you a full refund of your product(s) if you cancel within 14 days:• For your Electrical Installation Condition

Report and Boiler IQ, the 14 days begins the day you accept our quotation

• For all other products the 14 days begins on the start or renewal date, or from the date you received the policy documents if this is later

This is your cooling off period. If we’ve done work for you before the cooling off period ends and then you cancel your agreement or product you’ll have to pay cancellation charges - see cancellation charges table.If you cancel after 14 days If you pay monthly by Direct Debit your cover will continue to the end of the period your last payment is for. If you pay in any other way, including yearly by Direct Debit, your cover will continue to the end of the month in which you tell us and we’ll refund you the remaining amount.Either way, if we’ve carried out any work for you, you may have to pay cancellation charges - see cancellation charges table.Cancelling your Direct Debit through your bank doesn’t mean that you’ve cancelled your agreement with us. If you stop your Direct Debit without telling us, we’ll try writing to you to collect the money you owe. If we don’t hear from you and you don’t pay, we’ll cancel your agreement no less than 30 days after the date we first found out your payment had failed.

You may also have to pay cancellation charges – see cancellation charges table.Cancellation chargesIf you or we cancel your agreement or any products and we’ve already completed work for you since you bought or renewed them, you may have to pay cancellation charges.The table below shows you the amount you’ll have to pay. We’ll take off any excesses, fixed fees and payments you’ve made since you bought or renewed your agreement.

Introductory offersIf you cancel a product, then buy a product with equivalent features from British Gas:• More than once in three years• Or, within three monthsthen you won’t be eligible for any promotional offers or new customer prices.

Cancelling your agreement

Type of work completed

Charge per piece of work completed

Boiler or Central Heating repairs or replacement

£115

All other completed repairs or replacement £70

Annual service or first service £65

Type of work completed Charge from

Gas Safety Certificate £24*

Gas Safety Check and Gas Safety Certificate £24*

Electrical Installation Condition Report £150**

Boiler IQ installation £49***

*The amount charged will be dependent on the number and type of appliances checked and whether you have any other products.

**The amount charged will depend on the size of the property, and the number of appliances checked

***Only applies if cancellation occurs within the cooling off period

For a breakdown or repair call 0800 048 1000, go to britishgas.co.uk/breakdown

or use the British Gas App.

If you’d like a security password or have any special needs, please let us know when you call.Our breakdown line is open 24/7. We record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines.

How to make a claim

British Gas is the trading name of British Gas Insurance Limited and British Gas Services Limited. British Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales (Registered No. 06608316). British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales (Registered No. 03141243). Registered Office for both companies: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.M

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Other useful contactsA gas escape 0800 111 999

A first service or annual service visit 0800 294 9678 britishgas.co.uk/ASV

A general enquiry, to complain or if you’re moving home 0800 048 1000

britishgas.co.uk/contactusbritishgas.co.uk/homemove

If you’re a landlord or tenant 0800 107 7798

To cancel all or part of your agreement 0800 294 9123

Alternative formats Braille/large print/audio tape 0800 048 1000

Textphone for the hard of hearing 18001 0800 316 3772

http://britishgas.co.uk/breakdown

http://britishgas.co.uk/ASV

http://britishgas.co.uk/contactus

http://britishgas.co.uk/homemove

energy plus protection green may 2020 - terms and … · homecare, plumbing & drains cover, gas...

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